At IBM work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so lets talk.
In this role you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers) where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
The Contact Center Practitioner will be responsible for answering customer queries dealing with complaints and providing potential customers with detailed information about our products. They interact with customers on a daily basis helping them to understand their policies and answer any questions they may have about coverage or claims.
To ensure success as a Contact Center Practitioner you should have a friendly and professional demeanor good communication skills and the ability to stay calm under pressure.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Receives inbound calls to provide customer service support to policy holders agents 3rd party callers and new customers
· Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
· Provides resolutions to caller problems and issues including researching and exploring alternative solutions
· Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
· Accepts payment and initiates disbursement requests over the phone
· Navigates through a computerized data entry system or other relevant applications
· Manages documentation of all call information according to standard operating procedures
· Process callbacks for minor requests like faxing/emailing policy information send letters to another address or confirmation of payments received
· Undertakes all compliance and regulatory training in line with company requirements
· Accountable in keeping up with process related learnings/training and meet performance standards set by the business
· Completes customer’s transactional requests as provided by caller.
· Employs probing questions and actively listens to customer issues or questions showing interest and compassion and displaying empathy for the caller’s situation
· Demonstrates accuracy in processing changes to customer policies based on the information provided
· Actively listens to customer issues or questions showing interest and compassion and displaying empathy for the caller’s situation.
· Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
· Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part.
KNOWLEDGE SKILLS AND ABILITIES
· Excellent written and verbal communication and interpersonal skills.
· Knowledge in MS Office applications
· Strong customer focus and adaptability to different personality types
· Able to work in multi-shift environment including holidays
· Able to multi-task set priorities and manage time effectively
PROFESSIONALISM
· Demonstrate initiative and responsibility for actions
· Work independently while maintaining an effective team member mentality
· Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training - no exceptions
EDUCATION and EXPERIENCE
4 year-course graduate or undergraduate with not less than 12 months work experience in a contact center
In-depth knowledge of insurance products is a plus
LICENSURE/CERTIFICATIONs REQUIREMENTS
None
LANGUAGE/COMMUNICATION REQUIREMENTS
· Ability to read and interpret work-related documents
· Ability to respond to routine correspondence
· Ability to listen speak and interact effectively with all customers and co-workers adapting communication for optimal understanding
· Excellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls
REASONING ABILITY
Ability to understand and follow instructions both written and verbal.
WORK ENVIRONMENT AND CONDITIONS
Employee must be willing to work a flexible schedule to meet the needs of the account including overtime and emergency shifts.